Head of Global Digital Customer Experience

Ipsen

7d•$217,000 - $290,000

About The Position

The Head of Global Digital Customer Experience will lead the development and execution of Ipsen's omnichannel customer experience strategy across the portfolio. This role involves creating a multi-year roadmap to achieve omnichannel mastery, supporting global and local teams in delivering integrated campaigns, and cultivating a Centre of Excellence for innovative technologies. The position requires cross-functional collaboration, stakeholder engagement, and KPI monitoring to optimize customer experience programs. Additionally, the role includes overseeing operations and compliance, driving data-driven optimization, and leading a high-performing team to foster innovation and excellence.

Requirements

Bachelor's degree in Marketing, Business Administration, Digital Marketing, or a related field
Proven track record in developing and executing omnichannel customer experience strategies in a global context
Extensive experience in leading cross-functional teams and managing complex projects across multiple markets
Strong understanding of digital marketing, data analytics, and emerging technologies, including AI
Demonstrated ability to cultivate and manage a Centre of Excellence for continuous innovation and improvement

Nice To Haves

Advanced degree (MBA or Master's) in a relevant discipline is preferred
Certification in Digital Marketing or Omnichannel Strategy
Proven training in data analytics and AI applications in marketing
Leadership and management certifications are advantageous

Responsibilities

Lead the development and implementation of the omnichannel customer experience vision and strategy across the Ipsen portfolio, including the design and execution of a multi-year roadmap designed to bring all Assets and key markets to omnichannel customer experience mastery
Lead team in supporting Global and Local teams in creating and executing fully integrated go-to-market campaigns and channel strategies that enhance customer experiences, differentiate, and drive business performance in-line with annual strategic objectives
Cultivate a “Centre of Excellence” (CoE) to continuously evaluate new technologies and innovative approaches, including use of Artificial Intelligence, to enhance customer engagement, brand performance and refine Ipsen’s omnichannel capabilities
Fully leverage the CoE to support the continued adoption, and evolution, of internal products and platforms that facilitate omnichannel customer experience mastery at Global and Local levels
Support team in collaborating with assets to identify, build and scale appropriate Digital Health solutions to drive “beyond the pill” solutions and further Ipsen’s value add and differentiation
Partner with all relevant internal teams and functions to drive collaboration with cross-functional Global and local teams, including medical, legal, and regulatory, to deliver Ipsen’s omnichannel customer experience roadmap, annually transforming brand claims into personalized campaigns tailored to customer needs
Oversee omnichannel customer experience initiatives across Assets to effectively target and deliver behavior change across all key stakeholder groups including KOLs, Thought Leaders, HCPs, patients, and care partners
Partner with key local markets, in-line with Ipsen’s Global Brand Team model, to onboard, coach, train and drive the uplift in their omnichannel customer experience capabilities
Establish and monitor KPIs to assess and optimize the effectiveness of omnichannel customer experience programs, analyzing performance data for continuous improvement within Assets and major markets
Through assessment of KPIs, campaign metrics, and overall program effectiveness across brands, make recommendations for optimization and scaling across brands, regions and markets
Provide oversight to team to ensure all Assets deliver seamless execution of omnichannel campaigns, ensuring compliance with regulatory and data privacy standards across all markets deployed
Partner with Marketing Excellence to manage omnichannel customer experience inclusion in annual marketing calendar (Global Brand Plans and Country Brand Plans)
Where required, manage relationships with third-party partners and agencies to ensure delivery of Ipsen’s roadmap and ultimately the successful execution of customer experience journeys
Support management of all external support (agencies, contractors, third-party partners) for building, evolving, and maintaining Ipsen’s key digital products and platforms
Collaborate with Strategic Business Excellence to build tracking platforms and gather insights on campaign performance, using data analytics to optimize Ipsen’s strategies
Drive the implementation of a continuous improvement framework and mindset across campaigns to optimize brand performance, resource utilization and allocation
Lead, manage, mentor, and coach a high-performing team of digital professionals, fostering a culture of innovation, collaboration, strategic and operational excellence
Serve as a trusted advisor to cross-functional teams, bridging strategy, execution, and data to deliver impactful omnichannel customer experience
Support build of Ipsen’s annual Digital roadmap